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Provided by: Contacts Plus

AT&T College of Call Center Excellence For Agents

Contacts Plus

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Training Provided by Contacts Plus

Need help with your Call Center?
Many Call Centers aggressively invest in state-of-the-art technology. That s expected in today s fast-paced high-tech world. But the companies with world-class Contact Center operations invest equally in the skills development of their most important asset their people. It s an investment that pays off every day in improved performance, increased sales and enhanced customer satisfaction. Let us help you make that investment with Educational Services, designed to improve the skills and a professional capabilities of your Contact Center and staff.

Building skills, building value
We ll help you with training, designed to help improve the skills and professional capabilities of your Contact Center personnel. Our training offers comprehensive classes that can be presented on your site and customized to fit your needs. The program is designed to focus on improving the skills needed to add value to job performance and exceed customer expectations.
The class size is controlled to maximize the personal experience and impact. Classes are small enough for one-on-one interaction with the instructors, yet large enough to share experiences and encourage peer learning.

Revolutionizing Contact Center capabilities
The overall approach is to address core competencies and skill sets in a comprehensive manner. AT&T Solutions training treats Contact Center agents, team leaders and managers as critical and highly valued resources, developing their leadership abilities. This helps you enhance your overall value to the business.
The result: better-trained professionals with improved abilities to solve problems and adapt to the vibrant changes in the workplace.
The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games.
Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help better strengthen your call center staff overall skills and give them new techniques to improve your entire Contact Center performance.

Enhancing agent performance and self-worth
Throughout the class, agents are shown that they are much more than just a body in a cubicle. They learn how to enhance their performance and understand why it is important to do so.
Students leave the course with a better understanding of the customer's expectations each and every time they connect with an agent. Through interactive exercises that include role playing, agents draw from their personal experiences to improve their skills. And they observe how critical an element their voice plays in the perception of service.

Training Avaliability and Delivery

This is primarily ilt training

	This is a workshop seminar
	This class may involve group study
	This class may be available at a classroom in Cairo, Cairo,
	Contact Contacts Plus for more information

Course Level:	advanced
Schedule:	10 days
Training Presented in:	English

Related Keywords: at t call center agent communication telecommunication management

Training Program Details

Call Center Management Modules to include;
The evolution of call centre and history background, call centre components, definitions, objectives, activities, functions, key technology infrastructure, the role of call centre in 21st.century, different type of calls centres, terminology, call center ergonomic, types, Self services & Internet Technology, call center measurements and Job Analysis and Design.
Customer Service Module to include;
Why do we care about customer service?, What do CEO s Say?, Moments of Truth, Why do customers leave?, The meaning of Quality Service?, What do callers expect from us?, Reasons and Impact of bad services, Understanding customer s needs, Definition of Customer Services, Dimensions of Customer Services and SERVQUAL Measures.
Handling Customer Complaints Module to include;
Dealing with different types of customers, Caller personalities, Understand why, reasons people complaints?, How people complaints?, Types of business complainers, Welcome complaints, The Golden Rules for handling customers complaints, Handling difficult and irate callers.
Key Telephone Skills for Inbound Center Module to include;
What is communications?, Communications process, types , barriers and styles, Communication Face-to-Face versus Over the Phone, The first and last impression, Telephone etiquette and courtesy, Telephone protocols, Speaking skills, Listening skills, Telephone manner and habits, Call Control skills and Conflict Management.
Test Drives and Call Simulations Module to include;
Real life situation and case studies, listening and evaluation calls and Role-plays and calls trial.

About Contacts Plus - Training Provider

Contacts Plus - ---------------------------------------------------------------- Our Vision ---------------------------------------------------------------- Contacts Plus is a young -spirited organization headquartered in Egypt and a branch in UAE, Jordan and Bulgaria with an ultimate goal to serve the MENA, Gulf Regions and Western Europe markets. Since it was established in 2004, the company has adopted a...

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